Hai V. Pham

**** ********* **. ****

West Palm Beach, FL 33417

ad04sg@r.postjobfree.com

561-***-****

Career Summary

Dedicated IT Professional with 5 years of experience in personal computer support. Skilled in diagnosing and resolving hardware and software issues, providing exceptional customer service, and optimizing systems for peak performance. Adept at troubleshooting a wide range of technical problems and delivering timely solutions to enhance user productivity. Proven track record of managing IT helpdesk operations, ensuring efficient technology usage, and maintaining high levels of user satisfaction. Strong commitment to staying current with emerging technologies to offer cutting-edge support. Seeking opportunities to leverage my expertise in providing top-notch IT support for organizations.

Key skills and accomplishments:

Hardware and software troubleshooting

System optimization and maintenance

IT helpdesk management

User training and support

Network and connectivity problem-solving

Operating system proficiency (Windows, macOS, Linux)

Remote support and ticket management

Hardware and software procurement

Data backup and recovery

Certifications: CompTIA A +, Dell System Expert, Certified Netware Engineer.

Work Experience

Advanced Air International: Network Administrator (10/2007)- Present

Provided comprehensive personal computer support to employees, addressing hardware and software issues, and ensuring minimal downtime.

Diagnosed and resolved hardware problems, including desktops, laptops, printers, and peripherals, resulting in a 20% reduction in equipment-related downtime.

Installed, configured, and maintained operating systems, software applications, and security updates, ensuring systems were up to date and secure.

Managed user accounts, permissions, and access control, maintaining data confidentiality and system integrity.

Assisted in the procurement of IT equipment and software licenses, optimizing cost-effectiveness while meeting user requirements.

Conducted end-user training sessions to enhance IT literacy and improve user self-sufficiency.

Responded to IT helpdesk requests promptly, consistently achieving a 95% resolution rate within agreed service level agreements.

Implemented a data backup and recovery system, reducing data loss incidents by 30%.

Collaborated with the IT team to troubleshoot network and connectivity issues, ensuring seamless internet access and communication.

Maintained an inventory of IT assets, ensuring efficient asset tracking and reducing losses by 15%.

Marine Exhaust System: CNC Programmer (10/2007) – (07/2023)

Developed and optimized CNC programs for a variety of machining processes, including milling, turning, and grinding, to meet precise engineering specifications and quality standards.

Collaborated with engineers and machinists to interpret blueprints, technical drawings, and geometric dimensions and tolerances (GD&T), ensuring accurate part production.

Operated and maintained CNC machines, performing setup, tool changes, and troubleshooting to minimize downtime and maximize productivity.

Conducted toolpath simulations and machining tests to identify and resolve potential issues, reducing material waste and increasing efficiency by 15%.

Programmed and operated multi-axis CNC machines, enhancing the complexity and precision of parts manufactured.

Implemented continuous improvement initiatives, such as tool and process optimization, resulting in a 10% reduction in production costs.

Monitored machine performance, conducted regular maintenance, and addressed breakdowns promptly, achieving 98% machine uptime.

Ensured adherence to safety protocols and quality control measures, contributing to a zero-accident workplace and a 99% pass rate in quality inspections.

Trained junior CNC operators and machinists on CNC programming techniques, enhancing team skillsets and cross-functional collaboration.

Dell Computer: Field Service Engineer (07/2008) – (10/2011)

Provided on-site technical support for Dell computer systems and related hardware and software, diagnosing and resolving hardware and software issues for customers.

Conducted hardware and software installations, upgrades, and repairs, ensuring the smooth operation of Dell computer equipment.

Collaborated with customers to understand their technical needs and provide customized solutions, resulting in a 20% increase in customer satisfaction.

Managed service requests and maintained accurate service records, consistently meeting or exceeding service level agreements (SLAs).

Demonstrated expertise in troubleshooting and resolving complex technical issues, including hardware failures, operating system problems, and network connectivity.

Conducted regular preventive maintenance checks on Dell systems to proactively identify and address potential problems, reducing downtime by 15%.

Maintained an inventory of spare parts and tools, ensuring that necessary equipment and supplies were always on hand for efficient on-site repairs.

Trained end-users on Dell computer systems and software, improving their technical knowledge and reducing the frequency of support calls.

Collaborated with the technical support team to escalate and resolve complex technical issues, ensuring timely resolutions for customers.

Education

Ivy technical community college Indiana

AS Degree in Computer Numerical Control Procedure.

A Certified CompTIA Active

Certified Netware Engineer Active W/Pin Number

Certified Microsoft Retail System Manager POS

IBM PC : PS/2, PS/Note, ThinkPad Active

HP Notebooks : 2100-4000 Active

Dell Certified Systems Expert DCSE

IBM Certified Systems Expert

HP Laser Printer Service Active

Intel Blade Server Certified Builder

Intel Desktop Extreme Edition Certified Builder

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